PURPOSE OF POSITION:
Customer Support Analyst IIIs are responsible for responding to customer requests by diagnosing and resolving problems and for supporting the ongoing technology needs of all employees by providing Level 2 and 3 help desk support. They work with a broad range of infrastructure products and complex client technology services and support area of IT. They work on multiple projects concurrently as a team member or as a technical lead.
KEY RESPONSIBILITIES:
- PROJECT PLANNING:
- Provides input during project planning and requirements phase.
- Comprehensive project plan.
SERVICE DESK: - First point of contact and day-to-day technical support to end users.
- Responds to Level 2 support and works with vendors on Level 3 support.
- Generates activity and status reports.
- Provides the user access service.
- Researches trouble issues which affect multiple clients.
- Reviews checklists and scripts.
- Works with vendor technical support personnel on solutions for clients.
- Technical support, documentation and reporting of end user requests, status and resolution.
- Resolution of reoccurring issues.
- Collaboration with vendors for solutions to client issues.
CLIENT TECHNOLOGY SUPPORT: - Participates in deployment of new or upgrade information technology and infrastructure projects, including assisting co-workers and vendor partners.
- Installs and performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
- Updates configuration management tools.
- Develops and documents procedures for performing configuration changes, updates and upgrades.
- Provides on-going support of client technology.
- End users have required technology.
- Technology conforms to IT standards.
- End users receive required technical support for hardware and software issues.
- Configuration management tools are up-to-date with documented procedures for changes, updates and upgrades.
TECHNICAL SUPPORT: - Ensures that all technical resources are available for meetings that include video conferencing.
- Engages the hardware vendors on issues to remedy issues or escalates for support.
- Monitors and communicates system status.
- Diagnoses and resolves client workstation and mobile device hardware and software issues.
- Creates temporary solutions until permanent solutions can be implemented.
- Assists systems, programming and vendor professionals as needed to resolve problems.
- Coordinates the resolution of escalated application, hardware and software problems.
- Customer satisfaction achieved for video conferencing services.
- End users receive required technical support for workstation and mobile device issues.
- Use of technical expertise to resolve problems quickly.
SECURITY: - Adheres to the integrity of controls, regulations and guidelines.
- Reviews operation processes to ensure consistent approval and compliance.
- Makes recommendations and changes as appropriate.
- Operation processes are in compliance with security policies, standards and procedures.
- Identification of changes needed to improve processes or maintain compliance.
INVENTORY MANAGEMENT: - Maintains IT inventory management for all IT equipment and/or software in accordance with company policy and procedures.
- Up-to-date and accurate IT asset inventory.
SERVICE LEVEL MANAGEMENT: - Collaborates in the development of service-level objectives and takes steps to meet or exceed targets.
- Monitors service-level objectives to ensure that requirements are met or exceeded.
- Makes recommendations to approve performance and client satisfaction metrics.
- Follows up in a timely manner to ensure customer satisfaction.
- SLAs are met or exceeded.
- Customers are satisfied with services received.
SERVICE IMPROVEMENTS: - Tracks performance metrics.
- Reviews tracking log to identify recurring problems, or problems affecting a large number of clients.
- Develops procedures and controls for service improvements.
- Recommends solutions to common problems and updates frequently asked questions documentation.
- Problems identified and resolved quickly to maintain or improve customer satisfaction levels.
- Improved service levels.
- Reoccurring service problems are identified and resolved quickly.
TESTING: - Participates in integration and user acceptance testing.
- End product meets business needs.
TRAINING: - Trains co-workers on new or existing functionality or services.
- Identifies customer training needs based on common problems.
- Staff up-to-date on functionality and services being supported.
- Training needs assessment developed based on analysis of issue trends.
DOCUMENTATION: - Creates, modifies and reviews documentation of issues resolutions.
- Develops and delivers documentation to ensure appropriate end-user support.
- Creates and submits documented resolution to Knowledge Base.
- Updates manuals/guides to incorporate new recommended products.
- Complete and accurate documentation for use within the IT organization.
COMMUNICATIONS/CONSULTING: - Alerts team members about recurring problems.
- Communicates technical information to both technical and non-technical personnel.
- High level of customer satisfaction and productivity.
- Communication of technical information that can be understood by someone with or without technical knowledge.
BUSINESS CONTINUITY: - May provide input to the design of backup and recovery procedures.
- Improved Business continuance procedures.
RESEARCH/EVALUATIONS: - Designs standard image and designs alternate images, as needed.
- Evaluates and recommends new standard products for corporate standards list.
- Participates in working groups related to standards.
- Hardware and software products that meet client requirements.
- Product recommendations in compliance with corporate standards.
COACHING/MENTORING: - Mentors less experienced staff in multiple areas of expertise.
- Transfer of knowledge in multiple areas of expertise.
KNOWLEDGE, SKILLS & ABILITIES:
- Bachelor’s Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience.
- Demonstrated knowledge of complex hardware and software products and problem solving / diagnostic skills.
PREFERRED: - Typically requires 5-7 years of relevant technical and business work experience.
- Willingness and ability to travel domestically and internationally as necessary.
- REQUIRED:
https://jobs.wvi.org
Customer Support Analyst II , Kenya
Reviewed by Unknown
on
8:27:00 AM
Rating: